Customer Service Team Lead

About the Role

Manages activities focused on customer commercial interactions and supporting positive customer relations. Perform the following duties personally or through subordinate supervisors development.

Responsibilities

• Create and maintain new accounts in ERP (including credit insurance (EKR) for customers if needed)
• Fill out templates for master data to create item
• Create offers requested by SE
• Create Cooperation agreements based on input from SE on Faerch standard templates
• Administration of Rebate based on contracts (ex. Update ERP systems, create Faerch standard template contracts based on input from SE, and secure calculation for payment)
• Create Tooling contracts based on input from SE and NPI on Faerch standard templates
• Understand Technical features, cost drivers and drawings
• Involvement in projects designing new products within the platforms
• Carry out project related administration, such as scheduling, documentation and coordination, start-up meetings and design reviews
• Follow up on enquiry from the customer regarding new designs and keep a close dialogue with NPI Team, Designers and SE
• Ensure that projects are according to agreements and timeframes and are successfully implemented
• Customer visits may occur
• Daily Support and communication with customers
• Understand the customer needs
• Order-related tasks (ex. Orders, Return orders, production issues, Follow-up, Forecast, track & Trace)
• Documentation to be sent to our customers
• Keep our IT systems updated in all customer related data

Qualifications

• Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience
• Must possess attention to detail, a sense of urgency, a can-do attitude, be self-directed, and display strong organizational skills
• Must be able to communicate and work well with others
• Must be available to meet with all shifts to implement best practices and standardization
• Must be able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Preferred Skills

• Experience with quality or ERP systems is a plus
• Knowledge of calculations of SPC's
• Reliable attendance and ability to meet deadlines in a fast-paced environment